PR & Customer Service

Customer Service & Public Relations

Overview:

INTRODUCTION

Our masterclass combines the disciplines of advanced customer service management and PR/communications in a powerful state-of-the-art programme to enable you to exploit this colossal opportunity. In a fast-paced, interactive programme you will work closely with other delegates to hone your relationship-building skills and strategies and to develop a planned approach to deal with the ‘new’ consumer. You will learn how to build lasting rapport and mutual respect with your customers while you uncover their needs, match them, build respect and maintain customer loyalty

This highly interactive and fun programme examines in depth how to. This programme will enable you to:

Build lasting and meaningful relationships with your customers

Use powerful behavioural tools to ensure you secure and maintain a competitive edge within any marketplace

Gain a greater understanding of your customers’ needs and how to satisfy them

Explore the basics of Neuro Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management

Understand how media channels con be used successfully to develop and enhance relationships

Understand the process of decision-making based on learning from neuroeconomics

Develop your ability to draw stakeholder maps and to explore and exploit the relationships between stakeholders

To use influencing skills and techniques to build ongoing and long term relationships with key customers and other stakeholders

To be able to create and adapt crystal clear models for communication between your organisation and its customers

Build co-operation and commitment

Understand your customers’ needs and how to satisfy them

An ability to tailor services to meet your stakeholders needs

Plan communications activity to meet stakeholder needs

Be more versatile in every customer or stakeholder-facing situation

Explore the range of communications techniques and tools available

Develop increased skill writing for print and the web and competency in the range of PR tools and techniques including editing

Learn how to write clear brief and clear objectives

Learn how to be an effective user of e-media

Develop crisis management techniques

Develop your interview technique

Develop personal communications effectiveness

Recognise behaviours that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike

TRAINING METHODOLOGY

Participants will learn by active participation throughout the programme, using programme materials, exercises, training videos and discussions of relevant organisational issues.

PROGRAMME SUMMARY

Understanding the processes of communication and decision making and the behavioural patterns of others to determine how you need to change your own behaviour and communication in order to communicate, influence and negotiate more effectively with your colleagues, customers and other stakeholders.

PROGRAMME OUTLINE

The world of customer service excellence

Customer service and what it means

Identifying excellence in front-line customer services

What are the services and products that you offer?

The role of NLP and Emotional Excellence in customer service

What do your customers say about you and your organisation?

What do you want your customers to say?

Myths and legends about customer service

Gaining a greater understanding of your company

From judgements to behavioural flexibility

Behavioural traits and how to identify them

Modifying your own behaviour to match others

Building lasting rapport

Sharpen your senses to the signals others are sending you

Connect with colleagues and clients at a level that creates deeper trust and commitment

Step into another person’s shoes to better appreciate their experiences and motivations

Body language clues that show how others are thinking and responding to you